Resource Center

Call Center Year In Review: Infograph
This infograph outlines facts and figures from IQPC’s 6 Call Center events from 2012. We are taking what we’ve learned in 2012 and making our 2013 events even better, beginning with the 8th Annual Call Centre Canada Summit!

Featured Speaker Bios
Our all-new speaking faculty might just be the best yet after 7 previous Call Centre Canda Weeks.

Current Attendee List
With an all-new speaking faculty, and a growing list of attendees. 2013’s Call Centre Week Canada in Toronto is turning into a must-attend event. Here are some of the confirmed executives who will be joining us.

Interviews

Raising the Call Centre Standard
Jasmin Denault is the VP of Customer Experience at Standard Life, one of Canada’s largest financial services institutions. In this interview, he discusses the importance of employee engagement and how the call centre industry is changing.

The ABB’s of Contact Centers
Since 2000, Bill McGovern has been on the Service side of ABB, helping build their North American contact center operations. At Call Centre Week Canada, he will be joined by ABB Canada’s Russ Slywka in presenting a case study focused on data analytics.

Generating Revenue VIA Customer Service
Jean Lemyre has day to day responsibility for VIA Rail’s contact centres, which support its 4,000,000+ yearly passengers. In this interview, Jean discusses how VIA Rail improves customer service and increases the profitability of its contact centres.